Osmow's Shawarma — Restaurant in Niagara Falls

Went to Osmows this past week. I pre ordered the meal and told them the time I would be there because it takes a long time to get the food after an initial order in person (even up to 20 minutes) so by pre ordering they would be preparing the food as I drive to pick it up (I live 20 mins away). The parking at this location is very inaccessible which is another reason I preordered. It is on Lundy’s lane and there aren’t parking spots on the road or available for the customer eating at osmows. When I arrived I planned to park on the road (the second lane) as I was just paying and picking up the food. I walked in, and even when I was at the counter the workers didn’t acknowledge me even though they saw me. I actually had to tell them I had an order for pick up. The person behind looked confused and there wasn’t any food on the counter so I knew they hadn’t made it yet. One of the workers kept looking out the window, and I didn’t know why until I figured it was probably because my car was parked out there (because I thought I would be in and out quickly). Before I could say anything the worker actually went outside to look at my car. I have no idea why they wouldn’t just ask me if that was my car. I told the second worker in the store it was my car. When the first worker came in I proceeded to tell him that was my car, and I was hoping to be in and out of the establishment as my car wouldn’t be parked there for a long time but I could see my food wasn’t even made. I then went to drive around the block a couple times and I got gas. 15 minutes later I got back to grab the food it was ready by then. They gave barley any lamb and chicken and most of it was fries. The food is also really pricey it should be $$ regarding the price range....

So, I consistently eat shawarma all the time. I have tried Osmows a lot, from many locations throughout Ontario. To my experience, this location is the worst of all! Their customer service is just horrible. When I called in to let them know about my experience they handled it very unprofessionally. Every Osmows I went, I have seen them serving similar portions of meat, how ever, this location, they gave us our Saj shawarmas filled with onions and very little meat. The meat was only in one part and most of the roll was air. We asked for very little onion in one and none in the other. We received tons of onions in both! I was hungry so I ate mine by just picking out the excess onion and didn’t take photos, but these are the pictures from my wife’s one shawarma. Two pictures from each half of her shawarma. As you can see! Onions and onions (she hates onions!) and I specifically ordered one by one and chose no onions for her. There was very little meat in both rolls. I assume we went during closing time so, the guy tried to cover the roll with something for the less meat, so he used tons of onions! Will be reporting this location and my experience to the head office as well. This is truly unfair consumer experience. A robbery almost. Money waste. Don’t go here! If you want a good experience in such a wonderful...

I had a really disappointing and concerning experience at this location with the female staff.

First, even though we placed our order clearly, the girl with the hijab entered it incorrectly and then charged us again for the difference instead of correcting it. While preparing our food, another employee dropped a container and still used it, which is a huge food safety concern.

On top of that, both of our meals were made wrong. We ordered one chicken and one beef, but both were prepared with chicken. Instead of fixing it properly, she simply removed the chicken and put the rice back into the prep container—this raises serious cross-contamination concerns.

Even worse, the staff member who was making our order took another guest’s payment while still wearing gloves, then came back and handled our food without changing them. She touched money, then immediately used the same gloves to put lettuce in our salad. I had to ask her to change gloves and remake our order.

Finally, we ordered a baklava cheesecake, but the package showed an expiration date of October 2 at 10:47 pm, which means it was expired at the time of purchase.

This was a horrible experience overall, both in terms of customer service and food safety. Management needs to take this seriously...